As WFM Real Time Analyst – you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.
Job Details
Work Setup: Work-from-home
Schedule: Monday to Friday, 12:00 PM to 9:00 PM EST
Holidays: Philippine Holidays
Responsibilities:
- Real-time monitoring of queues; support real-time updates of queues/skill assignments as needed to balance service levels across queues.
- Routine evaluation of staffing versus forecast and actioning appropriately to ensure the balance of productivity and service objectives are met.
- Consult with leaders in planning off queue activities.
- Prepare and refine weekly schedules to support operational needs.
- Report and advise on offline activities, service goals, and agent occupancy.
- Monitor schedule adherence and alert leaders to minimize impact of customers.
- Facilitate real-time discussions with leaders as required.
- Propose process improvements to enhance our daily operations.
Requirements:
- 2+ years contact center experience in a Workforce Managed environment.
- 2+ years experience with a CCaaS software Genesys Cloud CX preferred.
- Exceptional communication and interpersonal skills are essential.
- Strong problem-solving skills.
- Strong organizational/time management skills.
- Ability to work in an environment focused on continuous improvement.
- Strong ability to assess situations proactively and make timely, well-informed decisions.
Skills:
- Proficiency in Microsoft Excel.
- Proficiency in basic PC skills.
- Experience leveraging analytics and reporting tools, preferably in Power BI.
- Experience using automated call distribution and call management software, solid understanding of telephony, routing, skilling systems and methodologies.